IT Technical Support Agent

As the IT Technical Support Agent you will be responsible for:

In this role you will have responsibility for supporting key infrastructure functions including working closely with users troubleshooting hardware and software at the desktop participating in troubleshooting calls or meetings and providing on site assistance for end users with level 2 Infrastructure issues and assisting our end users with level 1 and level 2 Infrastructure issues. This role will be a technical position that will require good analytical and communication skills.

Position Location: This role will be on-site at our Larson HQ in Brookings SD

Primary Responsibilities:

• Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
• Provide support at the desktop troubleshooting installing hardware and mobile devices both in person and to our remote users
• Assist with IT desktop deployments and image improvements
• Support our Manufacturing IT related hardware including handhelds barcode readers printers and scanners
• Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues
• Provide resolution of issues typically received in our IT ticketing system including triaging issues and if needed escalating to other technical resources to solve
• Installation and wiring of computer and networking equipment.
• Publish knowledge base articles for users to provide self-service support as well as for training and reference by other IT members
• Ability to work with IT vendors as needed to solve problems        

Qualifications :

Job Experience:

• Minimum of Associates degree in IT/IS related discipline
• 2 years of work experience in service desk support and desktop support
• 2 years of IT Desktop and Device problem solving experience
• 2 years of customer service experience

Knowledge/Skills:

• Experience handling IT service desk issues specifically around MS Windows desktops
• Experience with Microsoft Active Directory and basic understanding of account management
• Experience with printers and bar scan devices
• Demonstrated troubleshooting experience
• Mobile device support experience (application installation email configuration etc.)
• Computer hardware repair and restoration experience
• Ability to diagnose and work with Windows 11 operating system devices
• Experience with ITIL and the use of in-house ticketing systems
• Experience using ServiceNow technology to track and drive project management performance tracking
• Customer service-oriented experience
• Solid Communication Skills

Additional Information :

ADDITIONAL INFORMATION:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $45000 USD - $65000 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a role-based sales incentive plan.

At Fortune Brands we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a market-leading 401(k) program with a company contribution product discounts flexible time off benefits adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water outdoors and security. The Company makes innovative products for residential and commercial environments with a growing focus on digital solutions and products that add luxury contribute to safety and enhance sustainability. To learn more visit our website at .

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race color religion sex gender identity or expression national origin ancestry age disability/handicap status marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information.

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To protect yourself from fraudulent job postings or recruitment scams please note that Fortune Brands job postings are exclusively hosted on our website at via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.

Remote Work :

No

Employment Type :

Full-time